Salesforce Certified Service Cloud Consultant — Question 57

Universal Containers recently implemented Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem?

Answer options

• A. Configure Case Assignment Rules to use Queues.
• B. Configure Omni-Channel Routing Model as Least Active.
• C. Configure Case Assignment Rules to use Users.
• D. Configure Omni-Channel Routing Model as Most Available.

Correct answer: D

Explanation

The correct answer is D because configuring the Omni-Channel Routing Model as Most Available ensures that cases are directed to the team member who is currently available and can respond quickly, thereby balancing the workload. Options A and C do not provide an efficient mechanism for real-time distribution, while option B focuses on the Least Active, which may exacerbate the uneven distribution issue.